Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Integrate > Case Exchange framework > Incident exchange scenarios > Scenario 9

Scenario 9

The Line of Business registers and assigns an Incident to the Central IT. The Central IT assigns the Incident to Service Provider 1. Service Provider 1 asks for additional information (Pending Customer).

Scenario description:

In this scenario, an end user creates an Incident. The Line of Business registers and assigns the Incident to the Central IT. The Central IT assigns the Incident to Service Provider 1. Service Provider 1 requests for missing information and sets the status to Pending Customer. The Incident ownership is then back to the Central IT and then back to the Line of Business, who must collect the missing information.

Action	Description
1 New Incident	An end user calls the Line of Business to create a new Incident.
2 Assignment	The Line of Business assigns the Incident to the Central IT.
3 Assignment	The Central IT assigns the Incident to Service Provider 1.
4, 5 Ask info	The Service Provider 1 assigns the Incident back to the Central IT to request for additional information. The Incident is passed back to the Line of Business.
6 Ask info	The Line of Business receives the update and contacts the end user.
7 Provide info	The end user provides the information.
8, 9 Submit info	The Incident is updated and re-assigned to Service Provider 1.
Updates	Updates can happen on any side. Case Exchange transfers the update to other sides when needed.
10, 11 Solved	Service Provider 1 solves the Incident, and the solution is passed back to the Line of Business.
12 Closed	The Line of Business confirms the solution with the end user and closes the Incident.
Background
Updates	Updates in any of the systems are transferred to the other side.
Acknowledge	Each time data is transferred, an Acknowledgment has to happen.

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